We have recently been involved in a situation where our customer had an issue with a repair we performed. Our routine "Thank You" email went out to our customer after the original repair. Our customer replied to the "thank you" email (with his complaint) thinking the email would reach us at the shop. I have called the support desk and they are looking into the issue because the "Thank You" emails do not state they are a "Do not reply" email. Also, we never received the response/complaint from our customer so our customer is extremely upset thinking we ignored him.

YES, he could have called us or stopped by the shop but in the times we now live....he took his business elsewhere due to us "ignoring" his email complaint.

Is there a solution to this glitch in my eCRM? Can the email responses to "Thank You" emails be routed to our shop email?

"The agent spoke to this client at 9:02 PDT today and explained the process. This was actually an email from back in Feb. The shop should’ve received the reply in their inbox, not sure what happened, looking into this further."

I've just been made aware that SocialCRM agent Lizzy has contacted you for a review of this situation, noting that our functionality did work as intended and that this customer was perhaps email challenged.